Graciela León Oviedo
IT Manager
Mexico City
Summary
Adept IT Manager with a proven track record at Quest Diagnostics Mexico, showcasing expertise in IT budgeting and fostering team collaboration. Excelled in technology integration and IT compliance, significantly enhancing operational efficiency. Renowned for exceptional communication skills and strategic IT risk management, consistently delivering innovative solutions aligned with organizational goals.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
IT Manager
Quest Diagnostics Mexico
Mexico City
08.2014 - 04.2024
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices, following ICE, FCPA and SOX controls.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Coordinated IT operations activities in 5 processing centers and +70 branches to deliver smooth flow of daily business needs.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Led 1 skilled IT team of 15 people in providing exceptional technical support, fostering collaborative environment that promoted professional growth.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization's IT landscape.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives, ensuring savings and complying with Budget goals.
- Ensured compliance with industry regulations (FCPA. CAP, ISO, SOX and ICE) by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
Customer Support Team Leader
NetLogistik
Mexico City
10.2009 - 08.2014
- Resolved customer service issues for Mexico and LatAm clients (+35) using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective, ensuring SLA compliance.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Implemented and led extraordinary action plans to completely solve major issues or prevent repetitive errors.
- Collaborated with other departments to gather insights on product issues reported by customers, contributing valuable feedback that informed future improvements.
- Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
Information Systems Coordinator
Luz Y Fuerza Del Centro
Mexico City
03.2005 - 10.2009
- Facilitated smooth transitions during system migrations or major software updates by planning and executing comprehensive testing procedures.
- Ensured business continuity by implementing disaster recovery plans that minimized downtime in case of emergencies.
- Organized regular training sessions for staff members on the proper usage of information systems, increasing overall proficiency and productivity.
- Streamlined communication between departments by developing a centralized database system for easy access to shared resources. This database and KB was late transferred to CFE, when LyFC closed.
- Improved system efficiency by implementing and managing information systems, streamlining processes, and reducing downtime for 3 main controlling systems (COP) of the electric network of Mexico City and surrounding area, minimizing outage impacts and ensuring electricity service continuity.
- Maximized user satisfaction by providing timely technical support and resolving issues efficiently.
Education
Bachelor of Science - Computer Engineering
08.1999 - 02.2005
- Professional Development Studies: Network and Distributed Systems, 2025
- Linebacker for Zorros ITQ, 2001 to 2004
- Implementation of a Distributed IT Help Desk for 1 Central location and 4 remote locations - Research Project
- Completed Coursework: CISCO CCNA, 2004
- Professional Development Studies: Management, 2002
- Completed University-level Coursework: DB modeling, ITQ 2004
- Continuing education in Data Centers Management
Skills
Team Collaboration
Information confidentiality
IT risk management
IT Budgeting
IT Compliance
Quality Assurance
ITIL Framework
Disaster Recovery
Business Analysis
Teamwork and Collaboration
Technology Integration
Excellent Communication
Accomplishments
- Achieved 75% of OPEX savings and 80% reduction of implementation time by introducing Secure VPN Tunneling for new branches.
- Achieved 50% reduction time of new processing units.
- 0 non-conformities/observations of SOX, Compliance and CAP audits for 5 straight years.
- Implemented a flexible methodology by combining Agile and Waterfall implementations.
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Portuguese
Intermediate (B1)
French
Intermediate (B1)
Timeline
IT Manager - Quest Diagnostics Mexico
08.2014 - 04.2024
Customer Support Team Leader - NetLogistik
10.2009 - 08.2014
Information Systems Coordinator - Luz Y Fuerza Del Centro
03.2005 - 10.2009
Instituto Tecnológico De Querétaro - Bachelor of Science, Computer Engineering
08.1999 - 02.2005